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794 Reviews & Complaints
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Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.


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Sears in-home repair service
Posted by Vstolin on 07/10/2006
MORGANVILLE, NEW JERSEY -- It used to be a good company and decent service... Currently, Sears in-home repair service is terrible. Customer service non-existent. Technicians are a bunch of clowns who cannot order a proper part to fix Kenmore (Sears brand) appliance. Repair service agreement for which I paid 700+ last year is a joke. It takes many weeks and useless phone calls to get something done. Besides it does not cover certain repairs and Sears is going to charge you some ridiculous price for that (like $85 for pair of halo bulbs which you could buy for $7 from any local parts supplier). Unfortunately I’m in too deep now since I spent over 10K+ over the last couple of years and almost all of my appliances are from Sears. Conclusion: as the time comes to replace my current appliances (which will be much closer than I thought initially because it is not going to last long) I will not make the same mistake again. Shame on you Sears.

     
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Posted by Anonymous on 2006-07-10:
Do your homework, when you look for another another appliance. Shop around.
Posted by vstolin on 2006-07-11:
I though I did. Sears was much better 3-4 years ago, IMHO. They had competitive pricing and OK service. Or may be I was just lucky. Can you recommend anything specific? Lowes? Home Depot? Best Buy? I had pretty bad experience with Best Buy.
Thanks.
Posted by Anonymous on 2006-07-11:
Ok, first thing up at the right of this page where it say's "Search for" click Local Search (in white). Since the search is in Beta (meaning it is being tested) pull down your state (VA) Virginia. Look at appliances you will see four reviews from your state. Not a lot huh. Do this for the vendors in your area. Pretty grim, huh. So. The next best thing and it's fail proof method, to a certain extent, is to call the BBB and ask if they print "the BBB yellow pages" this is just what it say's business including appliance dealers that are members of the BBB. You can call them at these numbers Phone: 1-800-362-0494 or Local: 304-345-7502. If they do not (and some don't) print one. 1/Go to your yellow pages and start looking at the appliance dealers in your general locale. 2/ Then go to the BBB website http://www.greaterwestvirginiabbb.org and select "Company Reports" then on the left click "Reliability Reports" a pop up will come up that'll allow you to enter the "Company Name" (This is what I mean by doing your homework) your objective is to find an appliance dealer you feel comfortable with (No excessive complaints) the reports are self explanatory. You want to find a BBB (the shield) member with an excellent business record. Takes a little lookin'. You will find one think positive. Finally go here http://clarkhoward.com/shownotes/category/3/51/255
Read the article in the middle of the page titled: (May 17, 2004 -- Expensive appliances are not worth it). In the end if you listen to my advice you will find a vendor that will not defraud you - ask about their warranty, delivery and so forth. A reliably rated BBB company will not rake you over the coals. Post back here with your success. Good luck.
Posted by Technician on 2006-07-12:
I'm a Sears technician (35 years)and I assure I am not a clown. Sorry your technician could not repair your appliance, some technicians are better than others and you can always request a "senior tech" with more experience. You mention that you paid $700+ for a Repair Agreement, you don't say for how many appliances or how many years.

Sears sells different "service products" tailored to the needs and pocketbook of the consumers. A Maintenance Agreement is the Premier product and it covers ALL parts,labor,yearly maintenance,cosmetic appearance (first 3 years of ownership) and nuisance calls were the customer thinks it's broken and they just don't know how to use the appliance.

Your REPAIR agreement does NOT cover bulbs,filters,or maintenance, you have the option to UPGRADE to full coverage or have your money refunded if you feel what you bought is not a good value. If you believe you will recieve better service from other service companies; go there and you will find that the grass is not always greener.

Sears is the largest Service provider for appliances in the US. We run MILLIONS of calls per year and most of the time we do get it right the first time, nobody ever takes the time to write and say thanks for a job well done, the internet is full of complainers, some don't even tell the WHOLE truth, only the part that suits their purpose. Good luck finding that perfect company you are looking for.
Posted by vstolin on 2006-07-12:
Thank you Mrs Manischewitz! I will try what you suggested.
Posted by vstolin on 2006-07-12:
Dear Technician,
I never said that ALL technicians are clowns. But those I'm dealing with were definitely from local circus.

Here are the details:
1. I have one year repair agreement for refrigerator, dishwasher, range, microwave, washer, dryer, big screen TV, garage door opener, small TV and DVD recorder. All appliances purchased from Sears within last 2-4 years brand new. All of them except TVs and DVD recorder are Sears brands (Kenmore Elite and Craftsman). I paid $714.00 for this coverage (almost $200 up from previous year).
2. Story #1 (ongoing). I have 5 people in my family who cannot use washer machine for more than a month now. I understand that some users are clowns as well, but when the hose cracks and water with soap from washer machine floods your laundry I guarantee you that it is nearly not as funny as technician who cannot order a proper part for it. BTW, unlike majority of users I’m using much more expensive Tide “HE” as suggested by another technician to keep washer in good condition. I was waiting for initial visit for about 10 days. Even though I mentioned that the hose cracked and mentioned the model number the first guy came in and stated the fact that the hose is cracked (Yes!!!!!!!!). He ordered the hose. I understand that Sears is big. I realize that you have millions of parts. But I did not realize that Sears is so big that it takes another 10 days to locate and deliver a hose. Now please, tell me, unless it is a matter of national security, why your technician cannot receive the part to his local office and come with it? Why I have to call and schedule another appointment when it comes. Anyways, I called and scheduled another appointment. Finally, another technician came in, spent some time and said that this was a wrong part and ordered another one. Guess what? 10 days later – nothing arrived. Yet another technician came in just to find out that the part is still not available and suggested to make an appointment when it arrives. When I called a complaint department the rep said that technician did not identified the part properly and is going to come back tonight. We’ll see… In the mean time I go to local laundry and have no idea when I get my machine working again.
3. Story #2 (ongoing). The light in my microwave went off. I called technician. He came in, looked at it and said he has to order it. 30 minutes later he came back saying that he found that bulbs are expendable items like water filters. I understand that if it was a water filter or a refrigerator bulb there is no problem. I would just do it by myself. But in order to get to that bulb you have to disassemble have of the microwave. Why the hell this is not covered? And why Sears is charging me $85 for 2 bulbs which I purchased from local supplier for $3.50 each. This is just a small common halo bulb. You say it is not covered by agreement – too bad for Sears that it is not.
4. Story #3 (an old one). My dryer stopped working. I called a technician. Poor guy came to my house 3 or 4 times replacing part by part. In the mean time I was not able to use it. I got tired of this. I disassembled the control panel, found an electrical schema, which said check the voltage in spot 1, and so on. In 15 minutes I figured the source of the problem and disconnected the control panel. In the next 5 minutes I figured which connectors I have to shorten with the wire in order to start the machine. After this I spent another 2 weeks convincing the guy that the problem is with the control board and he has to order it. Even though I had a repair agreement I decided not to call again and installed this board by myself in 15 minutes. So tell me WHO IS THE CLOWN?
5. Now regarding get it right the first time. I NEVER, READ THIS AGAIN NEVER had a case when technician came in and fixed it right on the spot. Maybe in case of some poor schmooze who does not know how to plug the cord in outlet it works. I never had such an experience.
6. Regarding “TRY IT SOMEWHERE ELSE”. Well, I will. It is possible that other providers are not better. So do you think this is good explanation? You are the same customer as I am everywhere except Sears. Do you like the way you are treated at the auto dealer service? Do you like when you are treated by not knowledgeable doctor? Common! Do not explain your faults by comparison to others.
7. The last one. You said you never saw a good reply. Well, I post my extraordinary experience only. I do not post ALL my bad experience either. So far the only EXTRAORDINARY experience I had was BAD. Surprise me. Do something extraordinary good and I will post it.
Posted by Technician on 2006-07-12:
WOW, you really are unhappy. I'm not going to try to dispute or belittle what you are telling me, I will attempt to offer some suggestions and give you some information that may help you to recieve better service from Sears if you choose to continue to do business with Sears.

First Sears no longer has local parts warehouses, the technician has about $30,000 of inventory in his truck, if he has the part in his truck; is yours, otherwise it has to be ordered 1 week turnaround, if I am dealing with an appliance that is brand new and it doesn't work at all I order part on the spot emergency next day air, it means ordered on Monday repaired on Wed. Thursday at the latest.

The price of halogen bulbs thru our system is very high, here is the policy I follow, the bulb that provides light to the oven cavity I cover at no charge even with REPAIR agreement, whick is not the same as the MAINTENANCE agreement. I cannot and do not cover the bulbs for the range hood part of M/W.

I do complete 95% of my laundry calls on the first trip, cooking products is lower around 85% my average first trip completion % for everything I work on is 88% those are my facts. Technicians are human beings and respond according to how they are treated, if a tech. is either very dumb or very rude you CAN request that he never be sent to your home again. Request a Lead or Senior tech. build a friendly relationship when you find a tech that treats you right and request him for future needs.

I am not going to bore with how difficult and overworked Sears techs are, we are understaffed and overworked...customers have told me to my face that they don't care about my problems...so I won't tell you.

This is good friendly advise, if you find a competent tech...treat him like a friend, you'd be surprise how much smoother everything else will go. Best Wishes, Technician.
Posted by vstolin on 2006-07-12:
Technician,
Thank you for your reply. You sound like a good guy. And I do not doubt that you fix a lot of things on your first visit. It just NEVER happened to me. I’m not lying to you. And even then I was OK with this because I saw a resolution, a light at the end of the tunnel. BTW I was always tipping guys with $10 for every visit (even when guy came to me 4 times to fix my big screen TV when it lost focus). It may not be too much, but still shows my appreciation. I stopped this practice recently because I believe that Sears service declined below my threshold. I do not know why - maybe because of Kmart merger, maybe something else. I’m always trying to be humane. Believe me I understand that you are overworked and underpaid. I believe everyone is in fact. That’s what I keep telling to my customers but they do not believe me and want more because they are overworked and overpaid as well 

Well, back to my story. I can't control my sarcasm - sorry. I'm just tired of my attempts that lead nowhere. After another day today with Sears customer service (3 calls) and promise that somebody will call me back and come to my house and make me happy again - nothing happened. Nobody came in, nobody called and I'm packing my stuff to go to Laundromat tomorrow.

Regarding halo bulb issue. It is a CAVITY LIGHT in fact and I do have repair agreement. I think I am a reasonable person. I would not call service to replace a bulb which is easy to reach or a refrigerator filter. But I strongly believe that cavity bulb replacement is job serious enough to be covered by my 700+ a year warranty. When I called customer service (warranty department) for the first time some lady told me that repair agreement covers only 10% of any work. I did not dispute this. I just hang up and dialed again. Next guy told me that it covers cavity bulbs and asked me to stay on the line to confirm something... I got disconnected and called again. I know it is too funny to be true, but it is true. The third rep (lady) was kind of in the middle. She said that bulb is cosmetic and cannot be covered and offered me another agreement for additional $200. I figured that paying $200 to save $85 is not reasonable. I purchased bulbs from local supplier and scheduled the appointment. Service rep said that she is not sure, but thinks that technician should install them for me under protection agreement. We’ll see.

What drives me crazy in this story is inability of anybody I called to provide a definitive information as customer service should, do not transfer me from line to line, do not make stupid excuses with offers to browse some new product selection on the web site (that was e-mail reply on my written request), but just take my case and take care of it and control it until it is completed and I’m satisfied. Even with complaints department when I already have a claim number I got promises to be contacted and visited today that were never fulfilled. Is anybody responsible for customer care at Sears? You say find a good technician and establish a relationship. I’m lucky if I can talk to the same guy twice. I’m tired to tell the same story 3 times a day from the beginning, tired of one guy blaming another guy, tired of promises which are never fulfilled. I’m just tired. I guess for my money I should be treated better than that.

So my only hope is that you come to my house and fix my washer , or maybe I just take a day off, disassemble the washer, purchase a hose and replace it. The only question I have left is why did I pay $700?
Posted by Technician on 2006-07-13:
I am truly sorry you are going thru so much grief, I suspect the Sears technicians in your area may be union, I live in the South and techs like the ones you describe get fired and that is a fact. Tipping, at least with money is extremely rare in my area, folks show their appreciation with food and drink or whatever they grow in their yards. Still any form of tipping makes you feel special and appreciated and I agree with you; don't reward a crappy effort or attitude.

To be honest with you I never expect anything more than a smile and "Thank You for coming" and that makes me feel good.

Back to your primary concern; washer hose. They can be rather unique in shape and length, however in almost all cases a repair or substitution can be performed until correct hose is secured. In my area the Tech. Manager would be the one in charge of making sure you get the hose like yesterday EMERGENCY order direct from factory if necessary. About the cavity light I would call for service request that it be repaired, if asked say sure I'll pay and when it is all said and done and it is working right; say..."Oh I forgot to mention I have a service contract so I am not paying' It is a shame that you should have to resort to this, but it is obvious to me you are dealing with some really mean, nasty people....so no mercy.

Get the Tech. Manager involved in your washer problem if you haven't already, if you still run into a dead end request the address of the National headquarters and write a letter and be sure to include the name of every tech, manager and customer service person that ignored your pleas for service. Again I am sorry about the terrible service, we do screw up down here, but not over and over again with the same customer. Good Luck.
Posted by vstolin on 2006-07-13:
Technician,
Thank you for insider tips. I will try what you suggested and let you know how it worked. In the mean time I about to start my usual daily routine which is calling Sears service to find out what is going on with my case?
Cheers.
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Worthless Lifetime Warranty
Posted by Ri43210 on 04/19/2006
TEXAS -- I purchased a Sears Kenmore Elite Liquid Propane Gas Grill, Model 141.166400. Most parts are limited to a one-year warranty. However, a couple of the cast parts have a lifetime warranty. One of these parts broke and I have been trying to get Sears to honor the warranty spelled out in their Owner's Manual over their name without success. I have been referred back and forth between service, parts, in-home warranty, and any other phone number they could think of to refer me to. Sears stated that they sold the warranty to someone else, others say the warranty is a manufacturer's warranty...not Sears. However, the Owner's manual clearly says nothing about a non-sears warranty. The only resolution actually offered was to send a tech out to verify the part is broken. This service call costs from $50-$100. However, the most expensive part on the grill does not approach this cost. So, Sears has effectively escaped their unlimited warranty. No one in their right mind would pay $50 for a $31 part. At this rate two things are possible...(1)sears will drive off yet another customer of over 50 years and (2)they can replace me with millions of customers that are unaware that Sears warrantys are not worth the paper they are printed on.
     
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Posted by viperpa33s on 2006-04-19:
After K-Mart buying Sears, Sears has now turned into a upscale K-Mart with a different name. There service is lousy. The employees don't seem to care. I would suggest buying at anyplace other than Sears from now on.
Posted by Anonymous on 2006-04-19:
Go to Lowe's
Posted by Anonymous on 2006-04-19:
My Ducane grill came with a "lifetime" warranty. I hope I don't outlive it!
Posted by wary-consumer on 2006-04-21:
Here we go again...Lifetime warranty does not mean YOUR lifetime, it means the lifetime of the product, in this case-a Kenmore Grill. The lifetime of this Grill is an arbitry decision made by the manufatured base on how long they think the product should last or is designed to last under normal use. In other words a "LIFETIME WARRANTY" a gimmick that tricks people into thinking something is garunteed forever when it could actually be 1 minute, 30 days, 1 year, etc.
Posted by Anonymous on 2006-04-27:
Sorry, mine means "my lifetime." Says so in small print.
Posted by cwds on 2006-05-01:
I recently had a similar problem with the grill's lower casing bowing in the middle. Sears scheduled a service tech, but never showed. Contact with customer service in Texas was a nightmare. Finally contacted the local store manager where I purchased the grill, and she has been friendly and helpful. A tech came out today and he verified the problem so now I'm just waiting to hear back from Sears. After this experience I will never make another major purchase through Sears again. And on one final note I would not purchase a grill at LOWES!!!
Posted by cwds on 2006-05-23:
Just an update. The local Sears manager gave us in store credit to replace the BBQ grill. We paid a little more and invested in a Weber. We found out that Weber warranties their grills, so in the future we will not have to deal with Sear Customer Service.
Posted by haha! on 2006-10-08:
Did you check what you warranty says about exceptional/lifetime warranties? Some will say that Sears will replace free of charge if it fails within the warranty period. You do have to agree to the charges becuase it may not be that part since it seems everytime a refer isn't cooling it must be the compressor. So if you're sure and the manual says that then say yes to the charge so it can be tech verified.
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frustration with Sears
Posted by Fazio2 on 01/25/2002
NASHUA, NEW HAMPSHIRE -- I purchased 2 stoves on 11/24/01 under the understanding I would receive 10% off each I sent all the information in and got a response that I won't be receiving the 10% off. I could have purchased them somewhere else but was told with the 10% off that would match the other prices I had gotten from other stores. I would have never purchased them there I had been shopping around and had gotten better prices or I could have waited for a 10% off morning which seem to occur several times before christmas I deserve the 10% back that I was promised. On top of that they both arrived with the front right burner not working and to this day they still haven't been fixed this is a nightmare!

To help keep me as a potential future customer, I would like the following:

I want my 10% back on the 2 stoves

At the very least I would like a response from your company regarding this incident. Thank you for your time.
     
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Posted by Anonymous on 2002-12-29:
SEARS STANDS BEHIND THEIR PRODUCTS 100% I AM SURE THERE IS MORE TO THIS STORY!
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Faulty Workmanship of Die Hard Boots
Posted by Americanip on 07/15/2012
Work boot sole cushioning has dissinergrated causing the sole to separate from the boot and flap catching on various objects and causing a danger of tripping.

     
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Posted by onlooker on 2012-07-15:
How old are the shoes, what work environment were they in, exposed to chemicals ???? If they were rather new, bring them back, if not prepare photos and explanation of what happened. Sears will respond.
(and now that you know they are potentially dangerous, you are not wearing them right?)
I hope sears resolves this with you.
Posted by SearsCare on 2012-07-16:
americanip,

I'm sorry to hear about what sounds like your boots falling apart. My name is Brian H. and I'm with the Sears Cares team. We'd like the opportunity to speak with you and help resolve this situation appropriately and quickly. Please email SMAdvisor@searshc.com with your contact information and a case manager will contact you to assist. Please be sure to include your screen name (americanip) so we can reference your issue. Again, we apologize for any trouble we've caused and we hope to hear from you soon.

Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support
Posted by Ot correa on 2012-11-10:
Nice durable boots , but a pain to break them in
Need to be softer like Justin boots
Posted by Jpuente on 2013-07-06:
My husband and I purchase Die Hard boots regularly (some times 2 at a time).This particular time we bought 2 pairs cause we've never ran across a problem with them until now.
Over 3 months ago (according to Sears that is a limited time warranty) we bought both pairs and it just so happens that the pair my husband was wearing the stitching between the boot and the sole came undone as if it wasnt stitched right in that area. So we held to their warranty and just decided to pull out the other pair that we bought that same day ( the 2nd pair).My husband put them on to go to work and before it was even noon he called me and said that he had to go Sears after work because the new pairs sole was deterating already as he walked. Mind you my husband doesn't work around chemicals. So we took them to our local Sears and they told us even though they're brand new in the box and you only wore them today the warranty is void after 90 days we cant help you unless you want to buy another pair then we'll go get them for you. I looked at the Sears associate asked to speak to the manager and she said that "she was the assistant manager and that the manager wasn't in and even he was he wouldn't be able to help you either, so buy a pair or have a good night".
After that I know for sure I will not be buying Die Hard boots anymore because from what I understand Sears doesn't care if they're brand new in a box and never woren, if its past the warranty stage of 90days then there's no problem with the boot...however we had problems with both sets of boots.
Posted by Julio Guerrero on 2013-07-06:
I have exactly the same problem above mentioned I'd bought my boots 3 to 4 months ago don't know exactly I'd baugth them with my master card so I'm sure I have a record in my monthly statement anyways same thing the sole is spelling little by lithe might be bad glue or something plus there's something wrong Whit the left shoe it Hurst a lot by the end of the day first time I'd share that problem in 14 years I bought my first pair in August 20 1998afather that its ben a pair a year with no problems I'm furious on this pair and there no cheap.... Worth every penny
Posted by digo raygosa on 2013-07-28:
I purchased die hard work boots..the front of the sole came off I returned the boots before my 90 day return policy..i had a problem with a supervisor at sears..i got a new pair and the supervisor told me if these shoes have the same problem you can not return them..i would like anyone to let me know how to contact sears corporate office.....
Posted by SearsCare on 2013-07-30:
digo raygosa,
We are sorry that the customer service experience did not meet expectations. We would be happy to speak with you regarding your recent experience. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the freezer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (digo raygosa) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

David W.
Social Media Moderator
Sears Social Media Support
Posted by SearsCare on 2013-07-30:
Sorry Mr. Digo Raygosa, we meant the phone number used when the boots were purchased.

David W.
Social Media Moderator
Sears Social Media Support
Posted by Rob on 2013-09-27:
On 6-16-13, I purchased a pair of Diehard Suretrack work boots. I had been a user of Diehard work boots for the past 15 years (during work in construction and now in landscaping). I always felt the product to be of a superior quality. Unfortunately, the pair that I purchased this year has begun to pull apart at the sole. I returned to the store from which I purchased them (Sears in Torrance, CA) on 9-26-13, and spoke to a manager who informed me that the shoes only came with a 90-day warranty and that the warranty only covered the stitching. The shoe soles appear to be three layers and the bottom layer is obviously pulling away from the layer above it (I have pictures available). After I found out that the product was 12 days outside of the 90-day warranty window, I would have been happy had I been offered a discount on a new pair of boots. Sadly, the manager at Sears could have cared less that the product was falling apart. How sad that the quality of Diehard work boots has plummeted to such an extent that a pair of $100.00 work boots can’t even last 3 months. I will never buy another pair of Diehard work boots again nor will I ever shop at Sears again.
Posted by SearsCare on 2013-09-27:
Dear Rob,

Thank you for bringing this issue regarding your Die Hard Boots to our attention. We'd like to apologize for the trouble you are having with the boot pulling apart at the sole. We pride ourselves on making sure our valued members are satisfied with our products and services and it appears we have not met that goal here. Please accept our apologies for the disappointing experience that you had regarding your boots. We'd be more than happy to offer our assistance to help resolve this issue. We value your business and want to make sure that everything that can be done to help you is being done. At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the boots were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following code that I've created for you, (Rob-Boots), for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
Posted by Dan on 2013-10-15:
Wow...I thought it was just me! I have the same issues with disintegration of the center part of the sole causing the heel and toe to separate. I work in the dirt...no chemicals so I know it is not due to chemical breakdown, Have had boots for 4 months so figured I was out of luck! Maybee I will print the comments and visit my local Sears to see if they will stand behind the product!
Posted by Aaron on 2013-11-05:
I purchased the Mars diehard boots at Kmart 770 Bway ny.I had been buying the Jupiters.I walk a lot in nyc and the outer layer of the soul wears out in less then six
months.With the mars shoe the leather upper has sepperated from the soul at the heel. This is because the leather at the heel dos not extend to the soul instead a thin peace of man made
material is glued to the leather and the soul and it dosnt hold up. The manager at the shoe
department said there was nothing he could do. He then said
I shouldn't buy them anymore.
Posted by james butler on 2013-12-11:
I am a landscaper and beekeeper....I have been wearing die hard work boots (non steel toe) for at least the last ten years. I love the fit, the style, the support, the quality of the leather and, until recently the durablility of the sole. The last three pairs I have purchased....probably going back about two years.....the soles have quickly (two months) delaminated. The rest of the boot still looks great. I am very disappointed, because I am accustomed to the consistent comfort of these boots....looking for a new boot supplier.
Posted by Joel on 2014-03-21:
I have the same issue. Disintegration of the center part of the sole, in about six months. It's not the first pair either. Won't be getting any more diehard boots.
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Do NOT buy Kenmore Brands!!!
Posted by RBlue on 06/22/2010
BLISS, NEW YORK -- We purchased a Kenmore HE Plus Front loader in December 2008. It was not installed until 6 months later when the room was completed.

Two weeks ago, my husband was doing the laundry, and heard this load CLUNK, he came into the laundry room to find water all over the floor!!

When he moved the machine away from the wall, he found out that THE MOTOR HAD FALLEN OUT OF IT!!!!! and it was laying in water--

We waited 2 weeks for a service guy to come out--he told us that it when the motor came out, the belt being so tight that it made it move upward into this appendage that was above it on the Subtub--resulting in a crack-----

ESTIMATE TO FIX THIS 1 1/2 YEAR OLD MACHINE:

651.57--------------


ORIGINAL COST:


639.99 ----------!!!!

The sales guy at Sears in Springville, NY --was nasty when we visited and told him about this---he laughed and asked if had some duct tape--------

The consumer resolution number brought no relief either---the showed no concern for the situation--my husband could have electrocuted, or the house could have burned down--they asked if I wanted to talk to the manufacturer---

We are filing complaints with Government agencies and may just plan some visits to some Sears store to "chat" with appliance shoppers.

This is THE most riduculous thing I have ever heard happen to an almost brand new appliance--not to mention a safety hazard!!!

CONSUMERS BEWARE!!!!!!!!!!!!!!!!
     
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Posted by Venice09 on 2010-06-22:
Wow, that's incredible.

Since Kenmore is exclusive to Sears, you shouldn't have to talk to any manufacturer. Sears should stand behind its own brand name.
Posted by gush on 2010-07-05:
Sears is a joke you gotta get in contact with some small crew that works for sears that's located in texas. Only way I was able to resolve my problems. The customer service numbers are just a headache... and don't bother contacting kenmore they won't respond to emails. I would file under BBB maybe take it to small claims.
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Sears Layaway
Posted by REYES77 on 04/06/2010
PENNSYLVANIA -- I am very frustrated and upset with Sears. I placed a TV on layaway thinking that it would be a smart idea instead of buying it all at once. Well this has turned out to be a nightmare. They cancelled my layaway after I paid $500 without notifying me as to why. I get to the store to make a payment and I am told by the cashier that it was cancelled and they didn't know why. I then spoke to the manager who tells me he doesn't know why and he would have to get back to me. this was 3.21.2010. After all this back and forth. I finally was told that because I only paid $100 instead of $150 my layaway got cancelled. OK fine but where is my money? They placed the money back into my debit card and then turn around and withdrew the money back from my account. NOW at this moment I am pissed. I have spoke to the manager NOBODY KNOWS WHY That happened. This is very frustrating as I am a loyal customer of Sears. I was told you will receive a check no later than 3.29.10.. NO check came to my house. I placed a complaint with the hotline and now they say I should get a check no later than APRIL 8,2010. This is ridiculous a layaway cancelled 3.16.10 to get a check in APRIL.

I feel this company with such a big name would have higher customer service especially with this economy who has $500 to give a way. I will no longer shop at Sears and will tell everyone who will listen. Sears customer service is awful.
     
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Posted by SearsCare on 2010-04-07:
Dear REYES77:

First let me say, that as a consumer today, you are exactly right, no one has $500.00 to just through around. We are very sorry to hear that your layaway has been such a mess to deal with. My name is Shayne W. and I am part of the Sears Cares escalations team. At your convenience, please contact our office via email at searscares@searshc.com so that we can look into this for you. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen names (REYES77) used to post here for reference to the issue.

Thank you,

Shayne W.
Senior Case Manager
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Terrible Service
Posted by Vishon on 10/09/2009
I saw the commercials for Sears Blue Team, service repair specialists. My dryer died suddenly and decided to give Sears a call. I was told Sears would come out and repair my dryer, I would have to wait a week for the visit however. I waited a week, took a day off of work to wait the four hour window provided to me for the technician to arrive. He arrived within the timeframe and informed me that he would need to order parts and that I would have to be rescheduled for another week. Understandable, a pain but understandable. I was given a four hour window again 8-12pm the following week (seven days later). I called Sears that morning to ensure a tech would be at my home between 8-12pm as told a week earlier, I was told that a tech would arrive and call before coming. At 11:24am I was called and told that a tech would not be able to come and service would need to be rescheduled for the following week. UNACCEPTABLE. I asked to speak with customer service to get my money refunded $205.63, I am going to buy a new dryer from another retailer. The person on the phone was very rude and told me that he did not deal with money and refunds, I repeated for him to connect me with customer service or whomever does handle money and refunds. He hung up on me. I called back and asked for customer service. After telling my story to two people and being on hold for 15 minutes I was told that a refund could not be given until the parts that had been ordered by the original technician and delivered to my home by UPS where picked up by Sears.

I had to schedule another four hour window four days later for someone to come and pick up the parts, I then have to call Sears to get my refund. Sears had dropped the ball big time and has lost a customer for life. I have purchased many items from Sears in the past, many that cost thousands of dollars. I will not spend another dime in Sears. Sears has lost their appreciation of their customers and their poor customer relations is one of the reasons Sears has had such a decline in business. Sears used to be legendary and a premier in the industry. Now they have hit rock bottom and it is no wonder they have the economic issues and low customer counts.

Jeffrey Forlastro
     
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Sears Repair Center: Depressing Customer Service
Posted by Sfem on 08/16/2009
I was referred to the Sears Repair center by a Home Appliance contract company to repair my Maytag washing machine.

For the first visit, Sears gave me a 4 hour window on a Saturday. The technician came and identified some parts which he ordered. He then said I needed an 8 - 5 window for the next appointment to install the parts.

Two Saturdays later, I waited at home for the technician. Around 11:30, I called to see if I could get an ETA. I was told the tech would call back to let me know. At 2:00 PM, I again called and was told the same thing. At 4:00, the person I spoke to apologized and said I would definitely be called soon. In each case, I was transferred from one location to another with the second location having no information about why I was calling, so I would repeat name address, etc.

My 4th call was at 5:15. I was told the technician was on his way and should arrive within 30 minutes. I was upset and told the Agent someone should have called me earlier.

At 7:30, I called again, livid. I was told that the technician had closed for the day and I would have to reschedule my appointment (by calling at another time).

This is an organization in total disarray and the public needs to be aware. At no point throughout my 13 hours wait did one person in the organization call to explain the situation. When I asked to speak to a manager, I was told one would call back soon. I am still waiting for that call.

     
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Posted by qualityappliance on 2009-08-16:
It's not over yet. When they do finaly show up they probably won't repair your washer anyway. Your best bet would be to call the warranty company and request a different service company. Trust me, you can't do any worse than Sears/A&E.
Posted by SearsCare on 2009-08-17:
Dear Sfern,
It is disappointing to read about the service you have received from Sears repair. We understand the importance of getting this addressed as soon as possible and we would like to assist you in doing so. My name is David and I work for the Sears Cares Team. We would appreciate the opportunity to assist you, if you can contact us at searscares@searshc.com. Please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (Sfern) used to post here for reference to this issue.

Thank you,
David V.
Senior Case Manager
Posted by Kingjeff on 2011-02-07:
I should have checked here before even thinking about going through Sears service.
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Stay away from Sears Appliance Service Contracts
Posted by Bigpoppa73 on 08/11/2009
I recently purchased appliances along and Sears Appliance service contracts and it has been a nightmare!
The Bad:
Sears gives you a 9 hour repair window, thats right 9 hours AND they require that they contact you by phone prior to going to your house. So if you are sitting on the can when they call and you don't pick up you need to reschedule and wait another 9 hours. In fact my wife was on the phone with Sears at 4:30 wondering when they would arrive and the dispatch center called her however she did not pick up because she did not want to be rude to the Sears representative she was talking to and we missed the call and had to reschedule...oh yeah the earliest available appointment was 7 days later. So 4 service calls and 6 weeks later and the dishwasher is still not fixed...the techs are completely incompetent: ordering the wrong part, misdiagnosing, etc. I will spare you the details of scheduling, back-ordered parts etc...Stay away from Sears service!
     
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Posted by SilverWngs71 on 2009-08-11:
This is the MO for Sears/A&E service. Another down side to Sears service is that the warranty for the appliances can only be done by Sears/A&E. If you use an outside repair service the warranty will not be covered unless previously approved and authorization sent to the service company before hand. Also, a dishwasher is not seen as a necessity like that of a refrigerator, just a nuisance in waiting for the repair.

Good luck.
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Sears Customer Service
Posted by Mjm1 on 10/20/2007
My 1-year old Kenmore washer broke a hinge. I went to the Sears Website and ordered appropriate part for replacement. After 11 days without receiving the hinge, I contacted Sears and told them that the part showed it was shipped on their website, but I hadn't received it.

I received a "boiler plate" message that said, "sorry for the inconvenience" we'll re-order the part and I'd have to wait another 4-7 business days.
As a valued customer, I felt Sears should express the part out as it was their mistake. I put this in writing and emailed it back to customer service. Their response was, " sorry for the inconvenience..." and that they would not express the part.

Now entering my third week without a washer and still waiting for the part! Ironically, I went through something similar when I bought my washer and dryer from Sears.

Absolutely the worst customer service in retail today.
     
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Posted by DigitalCommando on 2007-10-21:
Just curious mjm1, how can you break a metal hinge in only 1 year just by opening and closing the door? I could understand a hinge screw coming out, but breaking? Were you using the open door as a stair-stepper exercise machine?
Posted by Ponie on 2007-10-21:
I put the expression 'valued customer' in the same category as 'fixed income.' Is this used to add more validity to the claim? If so, it's lost on me.

DC--LOL!
Posted by Anonymous on 2007-10-21:
DC and Ponie
Your missing the point, even if the customer was at fault, that is not an excuse for sears to give lousy service. Do you get it now ???
Posted by DigitalCommando on 2007-10-21:
Ninny, I probably got the point before you were born. The problem here is that with many manufacturers, parts for new models are sometimes difficult to obtain, and in some cases, are not available. mjm1 has a very rare situation here as broken hinges almost never happen this soon unless there was some sort of abuse. He/she may be waiting awhile and it may not be sears fault.
Posted by Anonymous on 2007-10-21:
Ninny, very good point and I think much more related to mjm1's complaint then trying to insult his/her complaint.

Mjm1, all though the door hinge breaking is not as rare as some would believe it is more common problem with front door loaded washers, which is the question, what was yours, front or top loading? Anyway, you can take the broken one off and take it down to a local appliance parts store and they should be able to match it for you. Sears is well known for there bad service.

Good luck to you..
Posted by Anonymous on 2007-10-21:
DC
you need to read the complaint again. The part was shipped
and not received????
Do you get it now ???
Posted by DigitalCommando on 2007-10-21:
Ninny, relying on a computer for product availability or shipping is a hit and miss proposition. I have called stores prior to see if a part is in stock and their computer showed it was. I get there and it wasn't there. Unless you have a UPS/Fedex tracking number, you really are playing a guessing game. DO YOU GET IT NOW????? Now try to find another review sparkles.
Posted by *Brenda* on 2007-10-21:
Just because a part was shipped and not received doesn't mean it was Sears' fault. It probably was USPS/Fedex/UPS or whatever who botched the delivery. Why should Sears eat that cost?

I hate Sears but I don't think this was lousy service.
Posted by Anonymous on 2007-10-21:

Posted by mjm1 on 2007-10-21:
Most definitely not using as a launching pad. This is a top-load washer with regular family use. I agree with other postings that this is a rare part to break.
Where I disagree with other postings is that if the part is rare or not, they said it was shipped and it wasn't. I had to call them and got the "talk to the hand" treatment.
thanks for the insightful postings- I'll be out pounding my laundry on the rocks in the pond waiting for my part!
It's a Kenmore- I can't take my business anywhere else and am stuck at their mercy.
Posted by Anonymous on 2007-10-21:
DC
Do you get it now???
Posted by mjm1 on 2007-10-22:
By the way Ponie- "valued customer" to me shows a long history of dealing with the same company with mutual benefit; my money-their satisfactory product and/or service.
Honestly, Sears used to be one of the best at product reliability and service. I guess that's why this stings as much as it does.
Posted by FooserTom on 2007-12-25:
"valued customer" also refers to a mutual business arrangement. I'm assuming you were happy with your washer before you broke it, but since you broke it after the warranty expired, and found out you had to pay for the part, you explode all over this site over it. Yeah, not getting the part to you in a timely fashion is bad, but griping about it here makes you look petty.
Posted by tech47 on 2007-12-25:
sorry to hear about not getting your hinge/i run into customers every day at a&e that there prts were ordered by techs and havent arrived when we were to return to install them/due to back orders or wrong address,etc/if you bought this wshr at sears call their ncr dept to see if they can track the prt for you if you havent done this yet/
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